IT Support Specialist

Job Posting Organization:
The International Rescue Committee (IRC) is a prominent humanitarian organization founded in 1933 at the behest of Albert Einstein. The IRC operates in over 40 countries and 29 U.S. cities, focusing on restoring health, safety, education, economic wellbeing, and empowerment to individuals affected by conflict and disaster. With a mission to help people survive, reclaim control of their futures, and strengthen their communities, the IRC employs a diverse workforce dedicated to delivering impactful solutions to humanitarian crises. The organization is recognized as one of the largest international non-governmental organizations (INGOs) and is committed to making a lasting difference in the lives of millions around the globe.

Job Overview:
The IT Support Specialist plays a crucial role within the Information Technology department of the IRC, which is responsible for providing reliable and scalable application development and infrastructure support across the organization’s global offices. This position focuses on delivering Tier 1 and Tier 1.5 IT support to end-users, addressing technical incidents, requests, and tasks while contributing to service improvements and projects aimed at enhancing the overall end-user experience. The specialist is expected to maintain accurate documentation, monitor service queues, and ensure effective communication with users. The role also involves supporting onboarding and offboarding processes, troubleshooting various hardware and software issues, and collaborating with senior specialists and vendors to resolve complex problems. The IT Support Specialist is essential in ensuring that the IRC's technological infrastructure operates smoothly, enabling the organization to fulfill its humanitarian mission effectively.

Duties and Responsibilities:
The IT Support Specialist is responsible for a wide range of duties, including but not limited to: maintaining accurate documentation for incidents and resolutions on ServiceNow; escalating unresolved issues to senior specialists; monitoring service queues and ensuring timely communication with users; supporting onboarding and offboarding activities; identifying opportunities for service improvements; participating in IT projects; providing Tier 1 and Tier 1.5 support via various channels; diagnosing and resolving hardware, software, and connectivity issues; administering and troubleshooting end-user devices; supporting Windows and macOS workstations, mobile devices, and network systems; managing user accounts in Active Directory and Microsoft 365; creating and updating knowledge base articles; analyzing incident trends for proactive problem resolution; mentoring junior team members; and collaborating with internal and external contacts to ensure effective service delivery.

Required Qualifications:
Candidates for the IT Support Specialist position should possess a college degree or an equivalent combination of education and certifications. Relevant certifications may include CompTIA A+, Network+, and ITIL certification. Experience with Active Directory, Microsoft 365, Azure AD, and endpoint management tools is also required. Strong troubleshooting and diagnostic skills, as well as a solid understanding of desktop operating systems and enterprise applications, are essential. Candidates should demonstrate excellent customer service skills, strong organizational abilities, and the capacity to work both independently and collaboratively in a team environment.

Educational Background:
The educational background required for this position includes a college degree or an equivalent combination of education and certifications. Relevant certifications that may enhance a candidate's qualifications include CompTIA A+, Network+, and ITIL or IT service management practices certification. Familiarity with Active Directory management tools, Microsoft 365, Azure AD, and endpoint management tools such as Intune or SCCM is also beneficial.

Experience:
The ideal candidate should have a minimum of 1 to 3 years of experience in a help desk or desktop support role. This experience should include hands-on troubleshooting and diagnostic skills, as well as a solid understanding of desktop operating systems and enterprise applications. Candidates should be able to analyze logs, perform root-cause analysis, and apply documented solutions effectively. Strong organizational skills and the ability to prioritize tasks in a fast-paced environment are also important.

Languages:
While the job description does not specify mandatory languages, proficiency in English is likely essential given the international nature of the organization and the need for effective communication with diverse stakeholders. Additional language skills may be considered an asset, particularly in regions where the IRC operates.

Additional Notes:
The IT Support Specialist position is based in Nairobi, Kenya, with the flexibility to work from home and occasional visits to the office. Candidates should be prepared to work shifts, including weekends, to ensure comprehensive support coverage. The role adheres to the professional standards outlined by the IRC, emphasizing integrity, service, equality, and accountability. The organization is committed to creating a safe environment for its employees and clients, enforcing policies on safeguarding and conflict of interest, and promoting a culture of critical reflection and objectivity.